Experienced Customer Service Representative – Provider Support – Remote Opportunities

At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a key member of our team, the Provider Customer Service Call and Chat Representative plays a vital role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. The role is full-time, requiring 40 hours per week from Monday to Friday, with flexibility to work any of our 8-hour shift schedules during normal business hours of 10:35 AM to 7:05 PM CST. Given the business needs, occasional overtime, weekends, and holidays may be required. The position includes 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday.

About arenaflex

arenaflex is a leading health care organization committed to delivering innovative solutions that simplify the health care experience for our members and providers. Our mission is to create healthier communities by providing exceptional customer service, promoting health and wellness, and fostering strong relationships with our providers. As a representative of arenaflex, you will have the opportunity to make a meaningful impact on the lives of our members and providers, while also growing your career in a dynamic and supportive environment.

Responsibilities

As a Provider Customer Service Call and Chat Representative, you will be responsible for:

• Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues.
• Serving providers in a multi-channel environment, including call and concurrent chat as required.
• Quickly and appropriately triaging contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
• Seeking to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
• Researching and dissecting complex prior authorization and claim issues and taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
• Collaborating effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
• Demonstrating strong multitasking skills to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types.
• Influencing providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution.

Requirements

To be successful in this role, you will need:

• A High School Diploma / GED OR equivalent work experience.
• 1+ years of customer service experience with analyzing and solving customer's concerns.
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• The ability to type at the speed of greater than or equal to 35 - 40+ WPM with an accuracy of 90%.
• Must be 18 years of age or older.
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.

Nice-to-haves

While not required, the following qualifications are highly desirable:

• Prior health care experience and knowledge of healthcare terminology.
• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.

Benefits

As a valued member of our team, you will enjoy a comprehensive benefits package, including:

• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Career Growth Opportunities

At arenaflex, we are committed to helping our employees grow and develop their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge.
• Opportunities for advancement to leadership roles or specialized positions within the organization.
• A supportive and collaborative work environment that encourages open communication and feedback.

Work Environment and Company Culture

arenaflex is a dynamic and supportive organization that values diversity, equity, and inclusion. Our team is committed to creating a work environment that is inclusive, respectful, and welcoming to all employees. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer service and promoting health and wellness.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and learn more about our company culture and benefits. Apply Now! Apply for this job